About Tripadvisor
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.
Who are we looking for?
We are seeking a forward-thinking Process Automation Lead to design, drive and implement a frictionless experience and ensure effortless, scalable support is available for all our customers to ensure a 10 out of 10 experience. This role focuses on the customer support journey from Self-Service, through AI-Assist and then Human-Assist ensuring it is an effortless support journey. The role focuses on enablement design, ideal for an experienced lead with strong business process optimization experience, and ability to translate complex AI opportunities into a service-solution.
Key Responsibilities:
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Process optimization: Leverage customer insights and data analytics to identify process gaps in automation and Human-Assist, to simplify service solution and speed to resolution for our customers.
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Process Mapping: Discovery mapping sessions leveraging Six Sigma methodologies to identify pain points and high friction to resolution for our customers.
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Close-Loop Resolution: identify root-cause product or process blockers causing customer friction with measured impact, work between Product & Engineering on milestone sprint for actionable improvements
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Workflow Automation: re-engineer workflows to simplify and automate routine tasks, improving speed and resolution accuracy.
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Human-Assist Tooling: Partner with internal product and engineering teams to define Human-Assist tooling requirements and integration into our single CRM platform.
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Operational Cost: Identify high impact opportunities that reduce Human-Assist that enhance the service resolution for a customer, ensuring reducing friction / barriers.
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Project-Management: Oversee end-to-end implementation, ensuring solutions are scalable, measurable and aligned with the service-solution strategy.
Minimum Qualifications & Experience:
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Automation & Process subject matter expert with 5+ years experience in customer contact-centre operations
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Proven track record in process improvement and optimisation and automation aligned with Six Sigma Methodology
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Strong working knowledge and understanding of AI and automation concepts: chatbots, workflow tooling and predictive analysis
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Proven ability to design and execute process optimization
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Comfortable working with technical teams and external vendors to translate CS business needs into delivery
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Close-Loop resolution for product or process blockers causing customer friction with measured impact
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Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer
Skills you should bring to the role:
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Communication: strong influencing skills with ability to articulate issues to internal stakeholders (required)
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Strategic thinker: with strong influence skills and ability to leveraging data (required)
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Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required)
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Industry: Experience in a similar role within the Travel Industry (Preferred)
- Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work.
- Proven ability to operate effectively with a global-first mindset
Job Location: Hybrid
This role is a hybrid position that requires 2-3 days per week (here depending on ABW rules) in our London or Oxford office.
What We Offer
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
- “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
- Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
- Donation matching. Give back? Give more! We match qualifying charitable donations annually.
- Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
- Travel perks. We believe that travel is employee development, so we provide discounts and more.
- Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
- Health benefits. We offer great coverage and competitive premiums.
Our Cultural Pillars:
Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
